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Back to Normal? Impact of Temporally Increasing Network Disturbances on QoE
Blekinge Institute of Technology, Faculty of Computing, Department of Communication Systems.
Blekinge Institute of Technology, Faculty of Computing, Department of Communication Systems.
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2013 (English)Conference paper (Refereed)
Abstract [en]

Brief episodes of network faults and performance issues adversely affect the user Quality of Experience (QoE). Besides damaging the current opinions of users, these events may also shape user’s future perception of the service. Therefore, it is important to quantify the impact of such events on QoE over time. In this paper, we present our findings on the temporal aspects of user feedback to disturbances on networks. These findings are based on subjective user tests performed in the context of web browsing on an e-commerce website. The results of this study suggest that the QoE drops significantly every time the page load time grows. The after-effects of network disturbances on user QoE remain visible even when the network problems are over, i.e., users do not immediately return to the same level of opinion scores as compared to the corresponding pre-disturbance phase. They tend to remember their recent experiences. Our results also show that there are four segments of users that exist with regards to their feedback to page load times. Network operators may customize their services according to each segment of users to raise the overall QoE. Finally, we show that the exponential relationship provides best fits of QoE and page load times for all segments of users.

Place, publisher, year, edition, pages
Atlanta: IEEE , 2013. 1186-1191 p.
, IEEE Globecom Workshops, ISSN 2166-0069
Keyword [en]
IP Network, Outages, OFF times, Temporal QoE, Quality of Experience, Quality of Service, Memory effect, Web browsing
National Category
Telecommunications Computer Science
URN: urn:nbn:se:bth-6771ISI: 000340874300203ISBN: 978-1-4799-2851-4OAI: diva2:834312
IEEE Globecom Workshops (GC Wkshps), Atlanta

The paper is accepted and presented but not online yet.

Available from: 2014-02-18 Created: 2014-02-18 Last updated: 2016-09-08Bibliographically approved

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Shaikh, JunaidFiedler, Markus
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